Susan Abbott of Customer Experience Crossroads has a great post about making information more accessible to customers. She lists some questions that you should be asking yourself about your company and her last question is something I think all of us should be thinking about:
When was the last time we launched something and people smiled with delight, charmed that we were working so hard to make things better for them?
In this day and age we are all about short-cuts…doing things more efficiently, finding the quickest way to work, 30-minute meals, etc. etc. If you can find a way to give back someone some of that precious time that we all so crave, believe me, you will have a loyal customer.
I remember when Google launched Google Docs. I was absolutely thrilled that I didn’t have to worry about forgetting my flash drive at home. I could store some of the articles that I was working on at Google Docs and continue my work on someone else’s computer - if need be. This is pretty thrilling for a traveling writer!
So, what are you doing to thrill your customers?
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